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Executive Office of Technology Services and Security provided pay range

This range is provided by Executive Office of Technology Services and Security. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

100.00 / hr - $110.00 / hr

About the role

Are you interested in solving meaningful problems and transforming the experiences of millions of constituents interacting with Massachusetts? We’re looking for a highly skilled, well-organized, and purpose driven Principal Experience Researcher with expertise and experience applying quantitative research methods, to measure the quality and effectiveness of experiences, and evaluate the impact of digitally enabled government services and programs.

Our Experience Design and Research team at the Massachusetts Digital Service strives to grow an actionable understanding of the people we serve, design & deliver transformative experiences and solutions, and accelerate people-centered innovation across the Commonwealth of Massachusetts government. We’re committed to inclusive, iterative people-centered design - guided by continuous experience research engagements with a diverse and representative set of Massachusetts government constituents. In this full-time role, you’ll play a critical role on several key initiatives in the Commonwealth Digital Roadmap .

You’ll collaborate with our growing Experience Design and Research team, product managers, stakeholders, and agency partners to organize and accelerate the work and impact of our Experience Research program. As a Principal Experience Researcher, you will thrive on deeply understanding people to inform, guide, and inspire the design and optimization of peoples’ experiences and outcomes when engaging with government services. In this role you will :

• Serve as an advocate, coach, and change agent to facilitate learning and successful adoption of a people-centered approach guided by inclusive experience research with constituents across the Commonwealth of Massachusetts government agencies.
• Evolve our experience research practice including creating and implementing a Constituent Experience and Impact Measurement and Assessment Framework to measure and assess the experiential quality and impact of digital and omni-channels services.
• Skillfully plan and collaboratively execute quantitative and qualitative research to build an actionable understanding of and insights about diverse constituents’ experiences, goals, needs, journeys, and associated service interactions and workflows.
• Leverage research insights to Inform strategy and opportunity mapping, and to seamlessly guide and inspire iterative digital experience and service design, development, and continuous improvement.

We strive to create a culture of belonging in Mass Digital. We are committed to building a workforce that reflects the diversity of the Commonwealth and to celebrating our differences. All applicants and employees drawn to serve our mission will enjoy equal opportunity and fair treatment. We will recruit, hire, compensate, train and promote without regard to race, color, gender (identity and expression), sex, sexual orientation, creed, religion, national or ethnic origin, age, disability status, veteran’s status, or anything else that describes your identity as a human being.

This position is a full-time contract opportunity .The work schedule for this position is Monday through Friday, 9 : 00AM to 5 : 00PM EST, in a hybrid remote arrangement with 4-8 days per month spent at the primary work location : One Ashburton Place, Boston, Massachusetts 02108. Applicants should be located within reasonable commuting distance from the primary work location.

Key Responsibilities :

Preferred Knowledge, Skills, and Abilities :

About EOTSS and the Massachusetts Digital Service :

The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

The Massachusetts Digital Service , a division of EOTSS, partners with organizations across state government to transform how residents, visitors, businesses, and government agencies interact with the Commonwealth. Our mission is to design and deliver accessible / inclusive, seamless, effective, and secure digitally enabled end-to-end experiences that adapt to a person’s needs, so that every time they engage with any part of their government, theyre getting the most and best of the Commonwealth.

We’re focused on implementing a vision of statewide digital experiences that are more accessible, inclusive, streamlined, holistic, adaptive, and secure : the Commonwealth Digital Roadmap. Our roadmap calls for transforming state services so that they meet the diverse needs of the people we serve. We’ll achieve this through initiatives to create a single identity and profile for users of Commonwealth services, streamlining discovery and harmonize channels of communication, and improving people’s holistic journeys and integrated experiences across different state services. We are designing and developing new products and services, establishing new policies and standards, and building constituent centered design and research capabilities within and across agencies. To make this vision a reality, we are expanding our Experience Design and Research Team.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Information Technology and Design

Industries

Information Technology & Services and Government Administration

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